1. Create a Customer Success Culture

They’ll stay with you even when the salesperson who brought them onboard isn’t there any more.

Just like the old expression of that “shit rolls downhill,” so too does good behavior and culture. Create an amazing workplace for your staff and you’ll see how that flows right on through to your customers, and how it translates into customer retention.

2. Improve Customer Experience

Customer experience is a measure of how happy a customer is with your company. If you keep them satisfied at every touchpoint within your company, it’s easier to keep them. But how do you know if they’re happy?

Find out what they’re thinking and talking about

Determine how they’re interacting with your company and your products

Review your metrics and find solutions to bottlenecks

Once you’ve got all this information, it’s time to implement some solutions and tweaks to keep them coming back. Lather, rinse, and repeat. Do so periodically to keep things fresh and agile.

3. Use a Contact Management System

No sense in improving your customer success culture and experience if your staff can’t keep track of your customer’s contact information. A good customer relationship management system (CRM) helps you not only keep track of contact information, but also helps you maintain those relationships through automated follow-up reminders and more.

Another way to increase the impact of your CRM system is to give all of your staff access to it. This makes all of your organization responsible for maintaining contact information, which fosters the customer success culture throughout your organization (don’t forget to check out the contact management system we offer.)

Everyone is now involved in the customer relationship, not just those on the front-lines.

This is an interesting post, that basically comes down to developing brand loyalty among your customers. It’s anecdotes like this that highlight the importance of customer relationships with your brand, not just your staff: your staff should be a representation of your brand at all times.